Help and FAQ
Last updated: October 31, 2026 · Version 1.0
Quick answers about STLzilla. If your question is not here, write to guto@stlzilla.com or use “Contact and support” in the site footer.
Current status: payments, subscriptions and paid credits are not active yet. Answers about them apply once billing is enabled.
Account and sign-in
Do I need an account to download?
Yes. Your account records your downloads and the license of each file, so you can download again and prove your usage rights. You must be 18 or older.
Can I sign in with Google?
Yes. We only use your name, email and profile picture to create and identify the account. We never see your Google password.
I forgot my password.
On the sign-in screen, use “Forgot password”. We will email a reset link to the account address. The link expires quickly and works only once.
How do I delete my account?
Email guto@stlzilla.com from the account address. Some purchase records are kept for the period required by law, as explained in the Privacy Policy.
Models and Studio
What is the difference between ready-made and parametric models?
A ready-made model is downloaded as published. A parametric model is customized in the Studio: you change sizes, text and options, and the file is generated with your choices.
Which formats do I get?
Usually STL; some models also include 3MF with a print profile. Available formats are shown on each model page. The source code of parametric models is not delivered.
Is the preview identical to the final file?
It is an approximation for checking size and shape. Always check the part in your slicer before printing.
The file failed or is not what I expected.
Email guto@stlzilla.com within 30 days with the model name and, if possible, a photo or screenshot. We will fix it, regenerate it or return the credits used.
Can I request a new model?
You can suggest one at guto@stlzilla.com. We cannot promise a date or that it will be made.
Credits and plans
How do credits work?
Each paid model download uses credits. The cost is shown on the model before you download. Credits are only charged once the file is ready.
Does downloading again cost credits?
Not for the same model with the same parameters within 24 hours. After that, or with different parameters, it counts as a new download.
Do credits expire?
Subscription credits roll over up to the plan limit; anything above the limit expires at renewal. Credit packs last 12 months. Promotional credits show their expiry when granted.
Can I transfer credits or cash them out?
No. Credits are not money, have no cash value and cannot be moved to another account.
How do I cancel my subscription?
From your account area, at any time. Future charges stop and you keep your credits and commercial license until the end of the paid period.
Can I get a refund?
Within 7 days of purchase (14 days in the EU and UK): in full if no credits were used, pro rata if some were used. See Refunds and Cancellation.
License and use
Can I sell the printed parts?
Yes, with an active subscription, which includes the commercial license. Without one, the license is personal: print for yourself and gifts, no sales. See Model Licenses.
Can I share the file with a friend or group?
No. No license allows sharing, selling or publishing the digital files, even modified.
Can I use the site photos to sell my parts?
No. Take your own photos of the parts you print.
Can I add a client’s logo when customizing?
Yes, as long as you have the right to use it. You are responsible for the content you add.
I found STLzilla files posted elsewhere.
Send the link to guto@stlzilla.com. See also Copyright and Takedown.
Privacy
What data do you keep?
What is needed for your account, downloads, payments and security. The full list is in the Privacy Policy.
Do you sell my data or use advertising cookies?
No. We only use necessary cookies. See the Cookie Policy.
Do you store my card?
No. Payments are processed by Stripe; we never receive your card number.